Returns Policy
Effective from: 1 September 2026 · Version: 1.0
1. Right of withdrawal within 14 days
1.1. The Buyer (consumer) may withdraw from the contract within 14 days without giving a reason. The period runs from the day the Buyer, or a person indicated by them, receives the goods.
1.2. Notify us of the decision to withdraw at info@kmclinic.lt, stating the order number (KM-00XXXX) and the item. A plain message is sufficient; a model form is given at the end of this document.
1.3. It is enough to send the notification before the 14-day period expires.
2. When goods cannot be returned
2.1. Cosmetic products whose protective seal or packaging has been broken cannot be returned. The right of withdrawal does not apply to sealed goods unsealed after delivery which are not suitable for return for reasons of health protection or hygiene (Civil Code Art. 6.228¹⁰(2)(5); Directive 2011/83/EU Art. 16(e)).
2.2. In practice: an unopened item with an intact seal can be returned; an opened or used one cannot.
2.3. This restriction does not apply to defective goods — see section 5.
3. Condition of returned goods
3.1. The item must be unused, undamaged, with its commercial appearance intact, in its original packaging and with the seal unbroken.
3.2. Please include the order number or a copy of the order confirmation.
3.3. If the item is returned in a condition not meeting these requirements, the Seller may refuse to accept it or reduce the refund in proportion to the diminished value of the goods.
4. Procedure and costs
4.1. Return the goods no later than 14 days after notifying us of the withdrawal.
4.2. Goods may be returned:
- in person at the clinic, Konstitucijos pr. 15-84, Vilnius, during opening hours;
- by post or courier to the same address.
4.3. The Buyer bears the cost of returning the goods, except where the goods are defective or the wrong item was sent.
4.4. We refund within 14 days of receiving the goods back or of receiving proof that they were sent, whichever is earlier. The refund is made using the same means of payment as the original transaction.
4.5. We refund the price of the goods and the cost of standard delivery. If the Buyer chose a more expensive delivery method than the standard one, the standard cost is refunded.
5. Defective goods
5.1. Where goods are defective, the Buyer may require replacement, a price reduction, or termination of the contract with a refund.
5.2. In such cases the Seller bears the return costs.
5.3. This right applies for 2 years from delivery, having regard to the product's expiry date.
5.4. Write to info@kmclinic.lt with the order number and, if possible, a photograph of the defect.
6. Disputes
If no agreement is reached, you may apply to the State Consumer Rights Protection Authority (Vilniaus g. 25, LT-01402 Vilnius, www.vvtat.lt). For cross-border disputes, the European Consumer Centre (www.ecc.lt).
7. Model withdrawal form
To: KM+CLINIC, UAB, Konstitucijos pr. 15-84, LT-09319 Vilnius, Lithuania, info@kmclinic.lt
I hereby give notice that I withdraw from the contract of sale of the following goods. Order number: KM-00____ · Order date: ____ · Date received: ____ Item: ____________________ Name: ____________________ Address: ____________________ Date: ____ · Signature (only if on paper): ____